Service Creatio vs Zendesk comparison

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Service Creatio

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Executive SummaryUpdated on Jun 29, 2025

Service Creatio and Zendesk compete in the customer management solutions category. Service Creatio appears to have the upper hand in customization and integration, while Zendesk leads in support capabilities.

Features: Service Creatio provides powerful customization, process automation, and CRM integration, offering tailored workflows. Zendesk excels with comprehensive ticketing, efficient customer service management, and analytics, delivering structured service experiences.

Ease of Deployment and Customer Service: Service Creatio offers a highly adaptable deployment model, ideal for businesses prioritizing customization, supported by responsive customer service. Zendesk simplifies onboarding with an intuitive setup, extensive knowledge base, and dedicated support teams.

Pricing and ROI: Service Creatio presents attractive ROI through tailored solutions, extensive flexibility, and process optimization. Zendesk's pricing emphasizes quick deployment, tangible customer support benefits, and efficient pricing model, offering immediate value.

To learn more, read our detailed Service Creatio vs. Zendesk Report (Updated: July 2025).

Service Creatio vs. Zendesk

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Helped 864,053 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (15th)

Zendesk

Ranking in CRM Customer Engagement Centers

7th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (21st), Help Desk Software (9th), IT Service Management (ITSM) (9th), Sales Force Automation (9th), Reporting (16th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Service Creatio is 1.8%, up from 0.9% compared to the previous year. The mindshare of Zendesk is 7.3%, down from 9.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Our customers have seen value and efficiency using this solution."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Service Creatio is a great tool in process automation."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"It's a very stable tool, very powerful."

"The stability has been very good."

"The initial setup is simple and straightforward."

"Zendesk Support has a lot of good APIs."

"We rarely had issues with Zendesk."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

More Zendesk pros

Cons

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"The return material authorization should utilize no-code or low-code."

"The dashboard could be better."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"The solution itself wasn't easy to set up."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"It wasn't easy to set up so we're only using a third of all of the features,"

More Zendesk cons

Pricing and Cost Advice

Information not available

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"From what I hear, Zendesk's pricing is a little expensive."

"The price is very competitive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

23%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

What needs improvement with Service Creatio?

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Comparisons

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Product Reports

CRM Customer Engagement Centers

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Also Known As

bpm’online customer service, bpm’online service enterprise

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Service Creatio vs. Zendesk